Reservations/Call Center Supervisor- Full Time

Ocean Casino Resort•Atlantic City, NJ

1d•$49,000•Onsite

About The Position

The Reservations/Call Center Supervisor is responsible for creating and refining the daily procedures for the representatives and hotel operators. Position Responsibilities This position issues comps, but does not comp to the level which requires a casino key employee license in accordance with NJ CASINO CONTROL ACT & COMMISSION REGULATIONS Preparing training materials and conducting stand-up staff training on an as-needed basis Assisting with the configuration and ongoing administration of the ACD (to include vector programming), CMS and voice response applications as needed to maintain operational efficiency in the center Responsible for maintaining a presence in the call center 24 hours a day. Development of policies and procedures as well as operational decisions regarding the use of hotel, reservations, casino management and voice response applications Identification of trends and patterns in contact center performance; having direct accountability for meeting published service level goals Conduct agent evaluations; identify and recommend opportunities for staff advancement as well as cases in need of retraining and/or disciplinary action Essential Functions Must be prepared and able to handle, with composure and tact, the effective planning and execution of many concurrent projects and programs Must be able to work extensively with team members in a coaching, mentoring, training as well as a disciplinary capacity Must be able to remain in a seated or standing position for extended periods of time. Prolonged viewing of data on a computer monitor Must be able to work holidays and weekends, as well as flexible shifts and/or unusual hours with short notice Travel to/from work and on-site attendance to perform the essential function of the job Exposure to casino related environmental factors including but not limited to second- hand smoke, excessive noise, and stress related to servicing customers in a high pressure, fast paced environment.

Requirements

2+ years experience within an inbound contact center
Strong knowledge of property management, reservations and player tracking systems (e.g. HMS, REEF, SYNKROS) along with proficiency with all MS Office packages
Excellent verbal and written communication skills
Proven ability to lead, direct, delegate and motivate others
Demonstrable understanding of the complexities associated with a skills-based routing and scheduling environment
Must be prepared and able to handle, with composure and tact, the effective planning and execution of many concurrent projects and programs
Must be able to work extensively with team members in a coaching, mentoring, training as well as a disciplinary capacity
Must be able to remain in a seated or standing position for extended periods of time.
Prolonged viewing of data on a computer monitor
Must be able to work holidays and weekends, as well as flexible shifts and/or unusual hours with short notice
Travel to/from work and on-site attendance to perform the essential function of the job
Exposure to casino related environmental factors including but not limited to second- hand smoke, excessive noise, and stress related to servicing customers in a high pressure, fast paced environment.

Nice To Haves

Experience in a startup operation or in the casino industry is considered a definite plus

Responsibilities

Creating and refining the daily procedures for the representatives and hotel operators
Issuing comps (but not to the level requiring a casino key employee license)
Preparing training materials and conducting stand-up staff training
Assisting with the configuration and ongoing administration of the ACD, CMS, and voice response applications
Maintaining a presence in the call center 24 hours a day
Development of policies and procedures as well as operational decisions regarding the use of hotel, reservations, casino management and voice response applications
Identification of trends and patterns in contact center performance
Conduct agent evaluations
Identifying and recommending opportunities for staff advancement as well as cases in need of retraining and/or disciplinary action
Effective planning and execution of many concurrent projects and programs
Work extensively with team members in a coaching, mentoring, training as well as a disciplinary capacity